The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
ExciteWin Casino - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for casino to reply
6d 15h 39m 3s
ExciteWin Casino
Safety Index 9.3 Very highCase summary
Discussion
Public
Public
3 weeks ago
Translation
Ladies and Gentlemen
I need your help because the casino is not processing my withdrawal requests, resulting in unreasonable delays.
Specifically: I submitted a withdrawal request on May 23rd , which has not been processed as of today (June 1st). There are now three withdrawal requests in the queue , the first of which (as described above) was submitted on May 23rd. None of the withdrawals have been processed, even though the casino's policy states a standard processing time of 1-3 (maximum) business days . Since this timeframe has clearly passed, and customer service has been completely unable to help despite my multiple attempts to contact them about these issues ("We have no connection to the finance department" + "Please be patient"), I am desperately contacting you.
The problem is that I 've already reached the maximum number (3) of pending withdrawals in my casino account, so I can't yet withdraw my remaining balance. It's very important to me to be able to withdraw all my funds without any issues.
I have been a member of this casino for over 2.5 years and have made numerous deposits and withdrawals . I have never experienced any verification issues during this time. (According to the casino, "no verification of my account is currently required.")
Overall, I have lost a lot of money at this casino and can be described as a loyal regular customer.
Important: My withdrawal requests and remaining balance were accumulated through a normal deposit without an active bonus !
I would really like to continue using this casino regularly, but the extremely long payout times make me very unhappy.
Thank you in advance for your time.
Automatic translation:
Public
Public
3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 weeks ago
Dear WilliamsSimzz,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 weeks ago
Dear WilliamsSimzz,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
2 weeks ago
TranslationDear Karla,
Thank you for your reply and your time. I greatly appreciate your support.
Yes - fortunately, payments have already been made and I have received them in my bank account.
However, there is still approximately €6000 outstanding, which I would like to withdraw from my casino account.
Due to the casino's restrictions, I can only make withdrawals in increments of €500, and there can be a maximum of three withdrawals in the queue at any one time. Unfortunately, the casino is quite slow with these processes, and sometimes they're faster, sometimes slower. Sometimes two withdrawals are successfully processed in one week, and the next week nothing happens at all (zero withdrawals). It really varies a lot.
I'll wait and see what happens next week (starting tomorrow) regarding my outstanding payments.
Of course, I will keep you informed and provide updates!
Best regards
Automatic translation:
Public
Public
1 week ago
Dear WilliamsSimzz, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
Public
Public
1 week ago
TranslationDear Karla,
I will gladly answer your questions:
- Yes, I have successfully made payouts for over two years.
- KYC verification was/is not yet necessary. ("At the moment, no verification of your account is necessary.")
- All winnings were achieved without an active bonus.
- I played casino games.
- I can upload screenshots of the chats with the casino's support here. (See below)
Best regards.
Automatic translation:
Public
Public
5 days ago
Hello WilliamsSimzz,
We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
9 hours ago
Dear WilliamsSimzz,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru)
. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Karla Mayfly
Public
Public
8 hours ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite ExciteWin Casino representative to join this conversation.
Dear ExciteWin Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
